The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.
The RoleAs a Digital Touch Success Specialist, you will drive customer outcomes through data-informed interactions across the customer journey. Within the Digital Customer Success team, you will enhance operational excellence by analyzing customer data to engage the right customers with relevant content at optimal times. You will collaborate with teams across Aspen Technology—including Sales, Marketing, Data Science, Community, Product, and Support—to improve customer retention, satisfaction, and value delivery.
Your Impact
- Analyze customer data to assess account health, identify churn/attrition risks, and drive proactive engagement.
- Utilize system-driven alerts (via Salesforce, Power BI dashboards, and early warning systems) to prioritize outreach, including awareness sessions, health reviews, technical enablement, and marketing initiatives.
- Manage and enhance Aspen’s customer-facing community resources, optimizing self-service and engagement.
- Lead proactive cross-functional collaboration, engaging with internal teams to improve outreach and address data and tooling challenges.
- Develop and implement internal reporting and Power BI dashboards to improve decision-making.
- Drive change management initiatives to enhance adoption of new policies and processes.
- Manage multiple ad hoc tasks, effectively balancing dynamic priorities.
What You'll Need
- Bachelor’s degree or equivalent experience in a related field.
- Minimum 2 years of experience in a similar role, with proven success in improving digital platform efficiency or CRM utilization.
- Proficiency in Excel, Salesforce, and Power BI (or similar tools).
- Strong coordination and communication skills, with the ability to align internal teams and external stakeholders.
- Experience in content management and community engagement, including digital platforms and online communities.
- Proven track record in customer support and cross-functional collaboration.
- Excellent time management and organizational skills, with the ability to prioritize and execute tasks effectively.
- Broad understanding of emerging technology trends and developments.
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